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“Beautiful property...but...some maintenance/service issues”

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The Westin Lagunamar Ocean Resort Villas & Spa
Ranked #11 of 182 Hotels in Cancun
Certificate of Excellence
GreenLeadersGold level
Northbrook, IL
Level Contributor
8 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 10 helpful votes
“Beautiful property...but...some maintenance/service issues”
Reviewed December 28, 2013

We just got back from a week's vacation in a two-bedroom lock-off at the Lagunamar. I am going to start with the negative so I can end with the positive.

Having stayed at several of Starwood resorts, we have high expectations so please consider the following within than context.

We were disappoionted with several maintenance issues, for example:
- Stuffing in the pillow from the sleeper couch was spilling out
- My wife found a 4-inch nail that had come off a fixture holding the potty seat in the bathroom at the kids' club
- Shower handle in the studio part of the lock-off came off and we had to jam it back on

In short, while we found the room beautiful (building 4), we felt it was suffering from some wear and tear and needed some TLC.

Onto service, which was ok, not great - couple of examples
- When we were shown to the table for a brunch buffet the table was only set for 2 (there were 4 in our party); by the time we'd visited the buffet and were back at the table, it had still not been set for the additional 2 people. When I asked a waiter to do so, he just plunked down some silverware directly on the table without putting down a placemat - which all other tables had
- We lost an item an altered lost and found. They called us to tell us that it had been found and would be sent up to our room momentarily. It never was.
- This last one is an issue with all Starwood timeshare resorts, not just this one. As a heads-up, your "personal concierge" is there for one reason, and one reason only: to book you on a timeshare presentation. Yes, he/she will discuss excursions and the like but the objective is just to generate a little sticker-shock and then explain how you can catch a break: by attending a presentation. But they are generally not particularly knowledgeable about these excursions. (Our concierge booked us for dinner back at the hotel for an earlier time that our excursion - which she also booked - got back to the hotel that same day.) If you want knowledgeable advice, don't talk to any of the timeshare concierges (hint: they're the ones with desks) but rather one of the concierges behind the counter.

The good:
It's a beautiful property with one of the nicest pool areas I've seen. If you're in the pool and look out to the ocean - and get the angle just right - the ocean blends with the pool water (because the beach is at a lower elevation). Also, the location is great. And even though I griped about the maintenance issues in the room, we thought he accommodations were great.

I'm a loyal Starwood customer and would love to give the property 5 stars. But 5 stars is "excellent" and no property with the issues noted above can, in good faith, be rated thus. Therefore, it gets 4.

That said, if you stay at this resort, I'm sure you will have a great time.

Room Tip: Ask for a high floor in one of the renovated buildings
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  • Stayed December 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank goldbeda
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
WLMManagement, Manager at The Westin Lagunamar Ocean Resort Villas & Spa, responded to this review, December 30, 2013
Dear Guest,
We would like to thank you for taking the time to post this detailed review; we care about every detail our valued guests can provide us to improve every day. Thank yopu for your loyalty to Starwood, we hope to host you and your family in a near future!
Have a renewal 2014.
The Westin Lagunamar Team
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Rating summary
  • Location
    5 of 5 bubbles
  • Sleep Quality
    4.5 of 5 bubbles
  • Rooms
    4.5 of 5 bubbles
  • Service
    4.5 of 5 bubbles
  • Value
    4.5 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
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English first
Longmont, Colorado
Level Contributor
46 reviews
23 hotel reviews
common_n_hotel_reviews_1bd8 22 helpful votes
Reviewed December 28, 2013

We went to the Westion Lagunamar for Christmas 2013 and had a wonerful stay!! Specifically, the resort is very attentive to detail to make sure the guest has a great experience. From Carlos the concierge who did everything he could to make sure we enjoyed our stay and make us feel special. He provided great activitiy recommendations - I wish we could have done them all. For the 9 days that we were there he even remembered our young kids' names. We weren't just a number. Keynor the bell man ALWAYS had a smile, even if you were just passing through the lobby and didn't need help with luggage or groceries. Michelle who was in the owners lounge was inviting and willing to engage guests, and not just sit behind the desk.

The property is very clean. It is obvious they pay attention to hit every detail from painting, to poolside, to cleaning in the elevators. They also kept the beach very clean, even after a heavy rain storm that brought a lot of sea weed ashore.

We didn't eat at the resort much, we went to the grocery store and bought food to cook in the villa. That helped to cut down the overall cost of the trip. We did eat breakfast the final day at Oceano and was served by Alejandro. The menu is very wide for specific options or a buffett. They even have a kids menu. Overall it was good!

We were sad to leave and currently already have plans to return for another week in 2014 and hopefully we have a chance to experience the week with some of the same staff.

Room Tip: Ask for building # 5 as it is above the main check in area, but great views of the whole resort down...
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  • Stayed December 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank ColoradoBuffaloes02
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
WLMManagement, Manager at The Westin Lagunamar Ocean Resort Villas & Spa, responded to this review, December 30, 2013
Dear Guest,
We would like to thank you for your Fantastic review, always make us glad to hear the feedback from our guests and to know that our efforts to serve and provide you with a refreshing stay, were worth it! We hope to welcome you back really soon!
Have a renewal 2014,
The Westin Lagunamar Team
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Melbourne, Australia
Level Contributor
22 reviews
10 hotel reviews
common_n_hotel_reviews_1bd8 18 helpful votes
Reviewed December 27, 2013

This resort is absolutely beautiful. We stayed here for 2 weeks in February and were a bit worried that we would be bored after one week, I could have quite easily stayed for 3 weeks, it was soooo wonderful.This was our first visit to Mexico, except for a few hours in Tijuana many years ago, Cancun is so different to Tijuana, for starters you feel so safe. We arrived in the evening, our checkin was very efficient staff were very friendly, we were very impressed with our room. The surprise came in the morning when we looked out from our balcony, the sea was so many shades of turquois it was spectacular. There is something for everyone at this resort, the pools are beautiful and clean and there are activities for kids and adults throughout the day. Lots of theme nights. The resort is located in the hotel zone across from La Isla mall which has lots of lovely restaurants if you want a change from eating in the resort. We like to experience the local cuisine, not interested in chains like Senor Frogs, El Fish Fritanga is fantastic, sand floor beautiful food, great service. We have already booked for 2014, cant wait to go back.

  • Stayed February 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Michael C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
WLMManagement, Manager at The Westin Lagunamar Ocean Resort Villas & Spa, responded to this review, December 30, 2013
Dear Guest,
We love your review, thank you so much for taking the time to write it.
You are right the ocean it´s just amazing it´s a little paradise.
Come back soon, but now for 3 weeks.
Have a renewal 2014.
The Westin Lagunamar Team
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
midwest US
Level Contributor
43 reviews
12 hotel reviews
common_n_hotel_reviews_1bd8 29 helpful votes
Reviewed December 26, 2013

we stayed for a few days and had a GREAT stay. the service was tops, the spa experience was pricey but with many extras that helped make it worth the money, and the pools/beach were great. the food was average - we had no desire to come to mexico to eat sports-bar food as one restaurant was, and the nicer restaurant (Oceano) was having their buffet night when we dined there (it was a nice buffet, but wouldn't have been our first choice). that doesn't trump the helpful and friendly staff throughout, we all had a great time.

  • Stayed December 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank itstheadventure
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
WLMManagement, Manager at The Westin Lagunamar Ocean Resort Villas & Spa, responded to this review, December 28, 2013
Dear Guest,
We would like to thank you for your nice comments, we are glad to know that you had a great stay at Westin Lagunamar, he appreciate every comment from our valued guest and we want to welcome you back soon!
The Westin Lagunamar Team
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Bucks County, PA
Level Contributor
72 reviews
16 hotel reviews
common_n_hotel_reviews_1bd8 37 helpful votes
Reviewed December 26, 2013

Just got back from wonderful three weeks at resort. Incredibly clean, safe and convenient to many restaurants. Walked with my husband and good friend all over the hotel zone area. Felt very safe. High end shopping (no great deals but fun to look) across the street from resort. English speaking staff at hotel and La Isla shopping center across the street. Rooms were very clean and our 1 bedroom villa came equipped with full kitchen. The balconies all overlook the ocean....beauty wherever you look.
The Heavenly beds are just that....heavenly comfy. Furniture is contemporary and comfortable. Lots of space in the dining area for a family of 4 ....main floor has brand new gas grills so you can cook steak or other food on. There's a super grocery owned by ...who else...Walmart ! Or you can take the bus for about fifty cents into town for Walmart. The sunscreen is about $20-25! So stock up at home where I paid $6.99 for the same spray bottle they were charging $25.00 for!

The bluest water in the area. A very high sand bar allows for fun walking quite a distance into the surf. Kids seems to like the HUGE pool off the main lobby. Adults congregated by the slightly smaller ....but still large...pool near the new owners lounge. That's a great place to pick up coffee and juice or soda free for owners.
We liked the choice of food by the HUGE pool better than Duna sports bar by smaller pool.

Staff are amazingly friendly. Eduardo the pool concierge remembered us from last year...knew my name and brought me fresh towels each time mine got wet.
Marco and Arturo at the Viento pool restaurant remembered us also. They had my ice tea ready each day! Freddy the Maître D greeted us each day....and he was also at the Oceana restaurant in the evening.
Great hot breakfast buffet...about $25.00 and though not on the menu you can get a cold buffet too. The fresh squeezed juices are amazing ....all you can drink.
Dinner there was also good. Monday,Wednesday and Fridays are buffet nights. The fiesta night was yummy.

The spa was fabulous. We remembered massage therapist Gerardo from last year and he and Juan worked out all the sore muscles we had built up from a year of stress. They were the best massage therapists I have ever used. Both have an education in physical therapy and I highly recommend them. There is a discount for owners, we signed up for the 4 session discount plan. We each got two massages and during the day they came to the pool to give us our free 10 minute foot or neck massage....I miss that!
There are many hotels near the Westin Laguna Mar but heard from people around the pool that they switched out of some to check I to this one....so guess that speaks for how nice it is.
We will be back same week next year!

Room Tip: All rooms have ocean view so no bad rooms.
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  • Stayed December 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank GreatLife
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
WLMManagement, Manager at The Westin Lagunamar Ocean Resort Villas & Spa, responded to this review, December 28, 2013
Dear Guest,
We would like to thank you for your Fantastic review, always make us glad to hear the feedback from you and to know that our efforts to serve and provide you with a refreshing stay, were worth it! We will recognize and let know our staff your comments.
We hope to welcome you back near future!
The Westin Lagunamar Team
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Guatemala City, Guatemala
2 reviews
Reviewed December 26, 2013

I love this hotel. And I am sure I will come back again.
The room service is good, equipment good, the view of the beach is wonderful, the consulter can give you advise based on your necessaries.
The most important thing is the hotel located in front of the shopping mall “La Isla” and it’s very convenient because you can find some stores and restaurants such as Starbucks, just in 5 min in walk.
Noted, if you take taxi or shuttle from the hotel will be very expensive, so please study the bus route before you check in. For example, you can take bus to the downtown by bus #2 and it only takes 10 pesos (1 USD).
Also you can buy the tours tickets in the hotel, such as X’caret or the others.
Stay in this hotel will make all the things very easy – so just enjoy the vacation on the beach!!

Room Tip: The higher the best.
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  • Stayed December 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank PabloShih
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
WLMManagement, Manager at The Westin Lagunamar Ocean Resort Villas & Spa, responded to this review, December 28, 2013
Dear Guest,
It makes us so happy to know that you will visit us again soon! Thank you for taking the time to post this kind comments; we are delighted to read the experience you encountered was totally WESTIN LAGUNAMAR.
See you soon!
The Westin Lagunamar Team
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Ann Arbor
Level Contributor
15 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 19 helpful votes
Reviewed December 26, 2013

We just returned from our 4th stay at the Westin Lagunamar and it continues to impress us. Everything from the Staff to the facilities are top notch, although the furnishings in the original buildings to open are beginning to show signs of wear. Hopefully, Westin will stay on top of a replacement program to keep the resort at the incredible level that it has been. Special thanks to Toni, our Concierge, and to the bellmen who could seemingly answer or take care of any issue for us - including a quick fix to my wheelchair. We can't wait to return soon for our next stay.

The fully stocked kitchen, laundry in every unit, balcony in every room, large pools, several restaurants including the newer Sports Bar which we really enjoyed, the market, spa, gym, and all of the other facilities too numerous to list are truly incredible. And the prime location, right across the street from La Isla Shopping Mall and Restaurants, is amazing.

  • Stayed December 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank SpartanRob89
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
WLMManagement, Manager at The Westin Lagunamar Ocean Resort Villas & Spa, responded to this review, December 28, 2013
Dear Guest:
We really appreciate your comments, thank you for taking the time to post this. At Westin Lagunamar is priority to meet our guest’s expectations and to give you the best Westin Experience every time to stay with us.
We look forward to welcome you near future,
The Westin Lagunamar Team.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about The Westin Lagunamar Ocean Resort Villas & Spa

Property: The Westin Lagunamar Ocean Resort Villas & Spa
Address: Km 12.5 Blvd Kukulcan | Zona Hotelera, PO Box 834 Apdo., Cancun 77500, Mexico
Phone Number:
Location: Mexico > Yucatan Peninsula > Quintana Roo > Cancun
Amenities:
Bar / Lounge Beach Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Kitchenette Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#11 Luxury Hotel in Cancun
#11 On the Beach Hotel in Cancun
#11 Spa Hotel in Cancun
#12 Family Hotel in Cancun
#13 Romantic Hotel in Cancun
#23 Business Hotel in Cancun
Price Range (Based on Average Rates): $$$
Hotel Class:4 star — The Westin Lagunamar Ocean Resort Villas & Spa 4*
Number of rooms: 592
Official Description (provided by the hotel):
The Westin Lagunamar Ocean Resort Villas & Spa is located on the white sandy beaches of Cancun, Mexico. Enjoy spacious one and two-bedroom villas that comfortably accommodates up to eight adults in as much as 1,140 square feet. Each villa features fully equipped kitchens, washers and dryers, generous living and dining areas, and complimentary Wi-Fi. ... more   less 
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Also Known As:
The Westin Lagunamar Ocean Hotel Cancun
Westin Lagunamar Ocean Hotel
Cancun Westin

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